Old Mar 13, 19, 11:26 pm
  #244  
Jasper2009
Moderator: Le Club Accorhotels
 
Join Date: May 2009
Location: FRA / YEG
Programs: AC Super Elite, Radisson Platinum, Accor Platinum, Fairmont Platinum
Posts: 11,421
Originally Posted by tris06 View Post
Maybe Accor should set up a system where there are a few steps an Accor member can do to report and be rewarded for reporting non compliance from hotels. Maybe a 24hr hotline? Penalties occur to the hotel owners financially if they are found to have denied major benefits like upgrade or APAC breakfast.
Fully agree.

I'm actually not convinced that Accor HQ has any interest in forcing hotels to comply with the (meager) benefits, or to provide any meaningful benefits at all.

Let's just look at the upgrade benefit which is advertised as "upgrade to the next room category subject to availability; or upgrade to a room on a higher floor or with a better view".

The way it is worded it basically allows hotels to not offer an upgrade at all, or a homeopathic upgrade from a room overlooking the dumpster to a room overlooking the parking lot.

Leaving aside the whole debate about confirmed (suite) upgrades, a semi-useful benefit would be "Platinum members are entitled to an upgrade to the best available room category, up to the standard suite category, subject to availability at time of check-in".

Pair that with a dedicated Platinum line that is staffed 24/7 by people who are competent, customer-oriented and specifically trained to interfere when a hotel refuses to honour that benefit, along with a (monetary) disincentive for not honouring benefits (either on the corporate level and/or by having to offer compensation to guests), and things may slowly change for the better.

Same story with missing points: There are endless reports about points not posting properly. A cynic may get the impression that it's part of Accor's business strategy. The process of getting those points credited could hardly be more convoluted, time-consuming and annoying (due to many agents being incapable of dealing with something as simple as a missing points request).

A policy along the lines of "should the hotel fail to post the correct number of points within 14/21 days of check-out, the member shall be entitled to 2000 bonus points" or even "...2000 bonus points or twice the regular amount, whatever number is greater", should help to rectify this.

Last edited by Jasper2009; Mar 14, 19 at 12:09 am
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